Technical Service Manager

THORASYS Thoracic Medical Systems Inc.; Montreal; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading respiratory medical device company in Montreal is looking for a Technical Service Manager to oversee customer support and training programs. The ideal candidate has a Bachelor’s degree in Science or Engineering and 2–3 years of experience in customer support, preferably in medical devices. Responsibilities include managing technical support, optimizing processes, and ensuring compliance with medical regulations. This position also requires strong communication skills in French and English, and some travel may be necessary.

Benefits

Mission-driven work environment

Opportunity to lead impactful projects

Collaboration with an international team

Qualifications

• 2-3 years’ experience in customer support or technical service, preferably in medical devices.
• Highly organized with exceptional attention to detail.
• Willingness to travel up to 25% of the time.

Responsibilities

• Lead onboarding programs for customers and internal staff.
• Implement complaint handling processes in Odoo and our quality management system.
• Supervise and mentor the Technical Service team.

Skills

Customer support or technical service experience

Technical writing abilities

Verbal and written communication skills in French and English

Proficiency with software tools and CRM platforms

Problem-solving skills

Education

Bachelor's degree in Science, Biomedical Engineering, or Engineering

Job description

About Us

THORASYS Thoracic Medical Systems Inc. is a Montreal-based respiratory medical device company at the forefront of innovation in respiratory diagnostics. We specialize in designing, manufacturing, and commercializing advanced pulmonary function testing equipment to support the diagnosis and monitoring of lung diseases such as Asthma and COPD. Our flagship products, the tremoFlo C-100 Airwave Oscillometry System (AOS) and tremoFlo C2 Oscillometry System (AOS), are portable, easy-to-use devices for assessing lung function, enhancing the quality of care for patients worldwide. As a recognized leader in respiratory technology, THORASYS collaborates with top-tier research institutions, medical organizations, strategic partners and distributors globally to improve pulmonary assessments and patient outcomes.

Role Overview

As Technical Service Manager, you will play a critical role in shaping and executing our global customer service strategy. You will lead the development of training programs, oversee technical support processes, manage customer complaints, and foster collaboration between Customer Service, R&D, Sales, and Quality teams. Your leadership will ensure our customers — from direct clients to global partners — receive efficient, compliant, and top-tier service.

Responsibilities

Customer Support & Training

• Lead onboarding programs for customers, sales partners, and internal staff.
• Develop and maintain controlled support materials (SOPs, technical service instructions, and knowledge base articles).
• Deliver product training, troubleshooting guidance, and e-learning solutions.
• Coordinate with R&D and Sales to support study launches and customer projects.

Technical Service Management

• Implement and optimize complaint handling processes in Odoo and our quality management system.
• Oversee the setup and operation of repair and service centers in India and Canada.
• Deploy and manage a scalable technical support system integrating a knowledge base, self-help tools, and ticket tracking.
• Monitor and analyze support cases to identify trends, improve processes, and provide feedback to product teams.
• Supervise and mentor the Technical Service team, fostering a culture of teamwork, respect, and continuous improvement.
• Ensure compliance with ISO 13485 and other applicable medical device regulations.
• Liaise with integration partners (TDX, GDT, OEMs) to ensure successful product integrations.

Qualifications & Skills

• Bachelor’s degree in Science, Biomedical Engineering, or Engineering.
• 2–3 years’ experience in customer support or technical service (medical device experience preferred).
• Strong technical and scientific writing abilities.
• Excellent verbal and written communication skills in French and English (additional languages are an asset).
• Proficiency with software tools, CRM platforms, and documentation management.
• Highly organized with exceptional attention to detail.
• Self-starter with proven problem-solving skills.
• Willingness to travel up to 25% of the time.

Why Join Us?

• Be part of a mission-driven company improving patient care worldwide.
• Lead impactful projects in customer training, service delivery, and process innovation.
• Collaborate with an international, multidisciplinary team.

How to Apply

Please send your CV and a cover letter to [e-mail] with the subject line Technical Service Manager Application.